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Job Description for a Front End Manager

Front end managers are customer service specialists who directly interact with customers on a day-to-day basis. They focus on improving the quality of a business' customer service by resolving complaints and focusing on operational efficiency in stores. Front end managers work in a variety of settings, including restaurants, grocery stores, gas stations and supermarkets.

Doing the Job

Superior interpersonal and communication skills are crucial to the success of front-end managers. They use these skills to interact with customers in a friendly manner, and work with customers who may be upset or angered about the business’ service. Front end managers require strong supervisory skills to oversee the front-end team, which may include cashiers, retail sales workers and after-sales support technicians. These managers must be quick-thinkers and great problem-solvers, because their job requires them to provide quick resolutions to a wide range of customer-service issues

Making Improvements

The main purpose of the front end manager is to enhance the quality of services a business offers to its customers. This is key to increasing customer loyalty and, subsequently, sales volume. The front-end manager pays attention to adequate staffing and efficient allocation of duties to the staff. For example, when a restaurant faces more customers than it usually does, the manager must schedule enough waiters and food servers to keep up. Front-end managers also trains and reviews the performance of customer-service workers.

Resolving Complaints

It is the duty of front-end managers to provide quick resolutions to customer complaints. For example, when a customer complains after purchasing expired goods from a supermarket, the front-end manager must address the complaint. She may verify that the products are indeed expired, offer an apology and direct the cashier to refund the customer. Front-end managers also provide suggestions to senior customer-service or operations managers for improving customer services.

Becoming a Front End Manager

The employment requirements for front end managers vary by the size of the business. Small businesses may prefer applicants with a high school diploma or an associate degree in business administration, sales and marketing, or retail management, and some customer service experience. Large businesses typically hire bachelor’s degree holders. Front end managers looking to advance their careers can earn relevant professional certifications, such as the Certified Customer service Manager administered by the Customer Service Institute of America, and pursue further degrees. Examples of positions available for professionals who follow this route include customer service manager and sales manager.



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